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25.5 thousand complaints from Etisalat and du within 11 months

2019-11-30T22:05:01.911Z

The Telecommunications Regulatory Authority (TRA) has received 25.5 thousand complaints from subscribers regarding the services of Etisalat and du during the past 11 months, the TRA said in a report yesterday that complaints related to all services provided by telecom operators in the mobile, fixed and internet sectors. M



The Telecommunications Regulatory Authority (TRA) has received 25.5 thousand complaints from subscribers regarding the services of Etisalat and du during the past 11 months.

The TRA said in a report yesterday that complaints related to all services provided by telecom operators in the mobile, fixed and Internet sectors, adding that more than 95% of complaints filed against Etisalat and du of Emirates Integrated Telecommunications Company were closed after reaching To its solutions.

In particular, the Telecommunications Regulatory Authority (TRA) said that since the beginning of the year, until the end of November, it had received 11,531 complaints from subscribers regarding the services provided by Etisalat, while 14,366 complaints were received from subscribers related to du services. She pointed out that the complaints related to all services provided by telecom operators in the mobile, fixed and Internet sectors.

Etisalat succeeded in closing 95.8% of complaints filed against it during the first 11 months of this year, after finding solutions to them, while 95.5% of complaints filed against du were closed after being resolved during the same period. 2.57% of Etisalat's outstanding complaints were resolved in more than five business days, and 2.42% of du complaints were resolved within the same period.

The report noted that the level of customer satisfaction with resolving complaints filed with Etisalat during the last period of the year reached 73.1%, while the rate of dissatisfaction was 12.5%, while the neutrality ratio reached 14.4%. Satisfaction with the resolution of complaints was 72.8%, dissatisfaction reached 11.5% and neutrality was 15.7%.

The TRA stressed that the report is part of its efforts to improve the services provided to customers in the telecommunications sector in the country, and to raise their happiness and satisfaction with those services, in line with the strategic direction of the government, in ensuring the provision of services to customers in accordance with the highest standards of quality, efficiency and transparency.

95.8%

Etisalat's complaints were closed after solutions were found.

72.8%

Satisfaction with the resolution of complaints related to du services.

Source: emara

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